704-550-2188

I know you need help with your pet, and I want to get you answers fast.

This is where you’ll find everything you need to reach our customer service team. Whether you have questions about products, need care advice, or just want to talk through a concern.

Your time matters. That’s why we aim to solve your problem on the first contact.

Our team loves pets just as much as you do. We’re here to give you friendly support that actually helps.

Call us at 704-550-2188 whenever you need us.

Your Direct Line for Customer Service: 704-550-2188

Need help right now?

I want to make this simple for you.

If you have a question about your order or need product support, call us at 704-550-2188. That’s our main line and the fastest way to reach someone who can actually help.

When We’re Here to Help

We’re available Monday through Friday from 9:00 AM to 6:00 PM Eastern Time. On Saturdays, you can reach us between 10:00 AM and 4:00 PM.

Sundays and major holidays? We’re closed so our team can spend time with their own pets and families.

Now, some people say email is just as good as calling. They think you should always use a contact form first because it creates a paper trail.

But here’s what I’ve learned. When you’re worried about your pet, waiting for an email response doesn’t cut it.

When You Should Call

Pick up the phone if you need help with an existing order. Maybe your shipment is late or something arrived damaged.

Call us when you’re placing a new order and have questions. We’d rather walk you through it than have you second guess yourself.

And definitely call for immediate product support or safety questions. If you’re concerned about whether something is safe for your dog or cat, don’t wait. (This goes double if you’re figuring out how to house train your puppy tips and tricks and need product recommendations fast.)

The bottom line? We’re here to help you take better care of your pets. That’s it.

How Our Pet-Focused Team Can Assist You

I want you to know something upfront.

Our customer service team isn’t just reading from scripts. They’re actual pet people who understand what you’re dealing with.

When you call 704-550-2188, you’re talking to someone who gets it. Someone who knows that choosing the wrong food can mean a sick dog at 2 AM. Or that a delayed shipment might leave you scrambling for cat litter on a Sunday.

Here’s what we can help with.

Product & Nutrition Information: You need to know if that grain-free formula is right for your senior dog. Or whether your cat actually needs those dental treats. We’ll walk you through it based on your pet’s age, breed, and health needs.

Order Support: Track your shipment in real time. Change your subscription before it ships. Report a damaged bag of food and we’ll replace it (usually within 48 hours based on our 2024 fulfillment data).

Returns & Exchanges: Our satisfaction guarantee covers you. If your pet won’t touch that new food, we’ll take it back. No guilt trip required.

Website & Account Help: Locked out of your account? Can’t figure out how to update your delivery address? We’ll fix it while you’re on the phone.

Look, I know some companies say they care about pets but really just care about sales numbers.

We track different metrics. Like the fact that 94% of our customers who contact us rate their experience as helpful or very helpful. Or that our average response time is under 90 seconds.

Those numbers matter because your time matters. And your pet’s wellbeing matters more.

Tips for a Smooth and Speedy Call

I want your call to go as smoothly as possible.

Nothing’s worse than being on hold forever or having to call back because you didn’t have the right information. (Trust me, I’ve been there as a pet owner myself.)

So before you dial 704-550-2188, let me walk you through what’ll make things faster for both of us.

Have Your Order Number

If you’re calling about a specific purchase, grab that order number first. It’s the quickest way for us to pull up your details and see exactly what’s going on with your order.

Know the Product Name

Got a question about a specific item? Having the product name or SKU ready saves time. You won’t have to describe “that blue thing with the squeaker” while we both try to figure out what you ordered.

Prepare Your Account Email

We’ll need the email address tied to your account. It helps us verify who you are and look up your history without a bunch of back and forth.

Best Times to Call

Here’s something most people don’t know. Our lines get slammed on Monday mornings. Everyone’s thinking about their pets after the weekend, I guess.

The lunch hour between 12 and 2 PM EST also gets pretty busy. If you can swing it, try calling mid-afternoon. You’ll probably get through faster.

Want to stay updated on what’s happening in the pet world while you wait? Check out our monthly pet health news roundup owners should know for the latest information that matters to your furry friend.

Alternative Ways to Get in Touch

I think we’re going to see a shift in how pet owners reach out for help.

Right now, most people still pick up the phone. But I’m noticing more of you prefer typing out your questions when you’ve got a sleeping puppy in your lap or a cat who’s claimed your keyboard hand.

That’s why we’ve set up a few different ways to connect.

Email Support: Send your questions to [email protected] and we’ll get back to you within one business day. I’m guessing email will become the go-to method for most non-emergency questions (especially as more people work odd hours).

Live Chat: Look for the ‘Chat Now’ bubble on our website during business hours. It’s perfect when you need a quick answer but don’t want to dial 704-550-2188.

Contact Form: Fill out the detailed form on our ‘Contact Us’ page for anything that’s not urgent.

Here’s what I think will happen. Within the next year or two, most pet owners will skip calling altogether unless it’s truly time-sensitive. Text-based support just fits better with how we live now.

But that’s just my read on where things are headed. For now, pick whatever works best for you.

We’re Here to Help You and Your Pet

I know how stressful it can be when you need help with your pet’s care.

That’s why I put together this guide. You now have the best ways to reach customer service and get the support you deserve.

Your satisfaction matters to me. When you have a question or concern, I want you to get answers fast.

The quickest way to connect with our team is by phone. We’re ready to help you right now.

Call us at 704-550-2188. We’re standing by to assist you and your pet.